Customer Service Representative

Yamaha Canada Music Ltd. (YC) is the leading brand in music performance, music education, and development of the musical products market in Canada. Established in 1969, YC has established our presence and market share with high-quality products in conjunction with our high-quality people and programs that have earned us the status as a trusted partner in music and education.

Reporting the Supervisor, Customer Service, the Customer Service Representative will be responsible for providing efficient and courteous service to all customers across Canada both in products and parts. You will respond to dealer inquiries by phone and email, provide accurate information regarding product availability, order status, or order processing to name a few. The role has a technical side where you will be responsible for identifying and researching parts using a product manual, schematics and technical documentation to assist customers with locating the correct part for their product, processing the order and providing any other assistance they may require i.e., order status or availability.

This role is a contract role for 12 months which includes paid time-off and benefits.

The responsibilities of the Customer Service Representative include but are not limited to:

PARTS:

• Identify and research parts using the product manual, schematics and technical documentation to assist customers with locating the correct part for their product and processing the orders.
• Review and interpret service manuals and exploded-view diagrams to ensure accurate part identification and ordering.
• Provide customer support for parts inquiries, availability, compatibility, pricing and order status.

PRODUCT:

• Respond to incoming calls/emails from customers across Canada and use the information to recommend products to the customer.
• Process orders, credits, credit claims and returns in line with company policies and procedures.
• Work with customer to identify and assess the customers’ needs to achieve customer satisfaction.
• Build rapport with the customer through open and interactive communication in managing the customer accounts.
• Research customer concern and provide accurate technical support, valid and complete information by using the right methods/tools.
• Manage customer complaints, by providing appropriate solutions and alternatives within the time limits and follow up with customer to ensure resolution is achieved.
• Update records of customer interactions, process customer accounts and file documents in real time so that the information is available should there be a requirement to reference the notes in the future.
• Maintain Customer Files by filing Customer Orders, credits, etc. in line with Company policy to ensure information is always current.
• Act as a back up to other customer service representatives (AV, MI, and Parts).
• Resolve customer issues in the best interest of both customer and company and/or work with other team members to resolve the issue as required. Escalate to the supervisor or manager as required.
• Work with customer service supervisor and manager to ensure customer service is delivered in line with Company standards.
• Ability to learn and retain information about Company products to be able to answer customer questions.

Requirements:

• 3+ years of experience in a similar environment.
• Fluent in English (French would be highly preferred but it is not required).
• Working knowledge of Musical Instruments, Home Audio, Pro Audio and Live Sound products is a definite asset.
• Excellent computer skills, with Microsoft Office applications (Word, Excel, Outlook, MS Teams, Co-Pilot or any AI application).
• 1 year of more of experience working with an ERP system such as SAP.
• Ability to communicate clearly and professionally in English, both verbally and in writing.
• Strong organization skills are required to keep up with various customer needs and conduct follow-up in a timely manner.
• Attention to detail is required to provide the correct information to customer or enter orders into SAP without error in spelling and quantity.
• Ability to multi-task as at times as the CSR will be required to communicate with multiple customers at any given time.
• Completion of post secondary education in Business Administration.

Core Competencies include:

• Empathy and Emotional Intelligence: The ability to understand and share the customer’s feelings.
• Advanced Problem-Solving: Going beyond to find the root cause and a lasting solution.
• Clear Communication and Active Listening: Hearing what the customer is actually saying and responding with positive, simple language.
• Product/Service Mastery: Knowing your offering inside and out so you can give quick, accurate answers.
• Adaptability and Resilience: Handling curveballs, staying calm under pressure, and quickly switching between different communication channels chat, phone, email.

Yamaha Canada Music Ltd. is committed to fostering a positive work environment. We will provide equitable treatment and accommodation to ensure barrier-free employment. In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act, and the Company's Accommodation Policy, a request for accommodation will be accepted as part of the Yamaha Canada Ltd.'s hiring process.

To avoid any delays in the recruitment process, if you require accommodation to apply for or if selected to participate in an assessment process, you must provide your accommodation needs in advance. You may also be required to submit adequate documentation to Human Resources to support your request for accommodation.

We would like to thank all applicants however only those under serious consideration will be contacted.